New Member
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2 Messages
Unknow Error on iPad and Iphone Direct TV app
I am encountering a very frustrating situation with the Directv app on both my iPhone 12 Pro Max and iPad Pro 4th generation. I had Direct TV services installed on 4/24/2021. I am unable to use the DirecTV app on either of my apple devices. Both of them come up and give an error message when launching and logging into the DirecTV app. The error is the same on both devices.
The error message says "Unknown error".
Here's what AT&T and DirectTV customer support have had me try on BOTH devices. And nothing has worked.
1.) Change my password.
2.) Reset network settings.
3.) Uninstall and reinstall directv app
4.) Turn off single sign on under devices and log into directv app that way.
5.) Uninstall app, completely remove directv as a tv provider under settings so there are no single sign on options, reinstall app, try signing in.
6.) Reset both devices, erasing all settings. When device comes back up do not setup tv provider. Download just the DirecTV app. Try signing in.
7.) Connect both devices to my computer and through iTunes completely re-download the iOS opereating system for each device. Do not set up TV Provider. Download just the DirecTV app and try signing in.
None of this has worked or fixed the issue.
Both devices are currently using the most current iOS 14.5 and DirecTV app version 5.25.504.
On Wednesday, April 28, 2021 tech support said they were going to escalate to the next level support and gave me incident number L88960433 to reference. And told me I'd hear back from them via email or phone call within 2 to 3 hours. I have yet to hear back from them and everytime I've called in I get the "they are very busy. they'll call you back shortly."
I've even tried creating a sub account to see if this fixes the issue and keep getting error messages doing that telling me there's an unexpected error to call support, can't create account and call support, or the account number I'm typing in is either invalid or incorrect and again to call support.
I'm not sure what the heck is going on. But this is extremely frustrating. Someone please help. I do a lot of traveling and would be very beneficial to have an app that ACTUALLY works for the TV services I'm paying my hard earned money for. And has be close to cancelling DirecTV all together and giving my TV business to someone OTHER than AT&T/DirecTV.
Josh (Edited as per community guidelines)
johnee725
Teacher
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11 Messages
5 years ago
Long time DTV customer and also iPhone app and iPad app user.
App version 5.25.504 has been buggy for me. Some versions can be this way and others are relatively stable.
With this version my iPhone continued to work but my iPad I had to reinstall after selecting on the Live TV channel guide favorites and not showing any of my selected favorite channels. I then could not unselect favorites to go back to all my channels. And even after closing app and relaunching it still was stuck on showing favorites. So I deleted the app and reinstalled.
After reinstall I found that the Receiver Control settings page showed my HS-17 receiver name, e.g. Master Bed but IP status was “Invalid/No Receiver Found”
If I entered the IP manually on this page it would find the receiver. I was able to view live and recorded shows for several hours. Now after closing app and reopening it again has lost the receiver IP and I had to manually renter.
This has never happened before on prior release so I’m sure it’s a s/w bug!
They are terrible with their support of this s/w. And they don’t test enough before releasing new versions. Other than that welcome to the family, LOL.
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Albaluat
New Member
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2 Messages
5 years ago
johnee725
I totally agree they don't do enough testing on their software. I ended up cancelling my DTV and going to the competition. Through troubleshooting on my own and with their tech support and several hours invested I took on the to heck with this attitude and realized the lack of support, knowing what's going on, and lack of functionality is deeper than just with the DTV app itself.
One tech flat out told me he didn't understand why I'm worried about the app. I have an iPhone and iPad. Set up your TV provider in settings. Then start downloading all of the TV apps and signing in to them. Told the guy that's a very time consuming process. Due to the fact that I would have to do it on both the phone and then go through same process on the tablet. I was getting the Premier package. That's over 300 channels. Told the guy why should I have to invest that much time between 2 devices when the proper approach would just be for them to fix and properly test and release a properly working application. That it sounded like the just take the easy route to get me off the phone. Told him that going that route then removes my ability to watch what's on my DVR and schedule recordings to my DVR.
That same tech then told me oh, just watch tv through a web browser then. Found out that they are apparently having issues with their streaming services through a web browser as well. Tried Internet explorer, Firefox, Chrome and Edge. On all the browsers I'd either get an error message telling me the system has encountered an error and to call support. Or I'd get logged in and it would say there is no available content for your package. After 2 hours of troubleshooting that between my desktop and laptop to ensure I had all the most current windows updates, the most current versions of the web browser, all the proper video extensions installed, no conflicts with antivirus. Tech chalked it up as both your laptop and desktop are messed up and you need to completely reload both of them Do a complete format of hard drive on both and install fresh copies of Windows on both.
One tech told me oh, it's only happening on Apple devices. It's a known issue with Apple products. Go get yourself an android device and all your issues will be fixed. So for testing purposes I went to the local Best Buy and bought an Android tablet. Got home. loaded it all up and downloaded the DTV app. Right back to square one. Can not even get past the login screen.
Told their tech support several times. I do a lot of traveling. So I need the ability to access my DVR. Whether it be through a web browser or the DTV app. I'm not always home where I can access it locally within my home. That I'm paying for their services. A properly working app is part of their services. Was told by one tech, "We are a satellite company. Our focus and primary concern is to make sure your satellite services are working. The app and access via a browser are perks. So as long as your satellite services themselves are working, we have contractually upheld our end of the agreement."
So a week after the services were installed and roughly 20 hours of phone calls, troubleshooting, online chats, I cancelled my DTV services. The last communication I had with support before I called and ceanceled I spoke to a manager that told me that the issues I am experiencing are known issues. They have been happening for several months. They don't affect every single customer. But the issues are affecting half or more of their customer base. It's a known issue system they have known about for several months and are still trying to figure it all out. They realize there are bugs in both the DTV app and how browser streaming integrates with their system. And there is no ETA on when the issues will be fixed. And that I either needed to be patient and wait, keep getting devices until I find one that works, or go the route of downloading the individual channel apps.
When I told this particular manager I do a lot of traveling. And this is a make or break deal breaking kind of issue. And that I would be canceling my service. And it's sad that after only a week of service I already want to cancel. I was politely told that customers only have 24 hours after the completion of the install to cancel and not get charged the ETF (early termination fee). He understands the frustration and the need and importance of having working and reliable services. And does understand the frustration in only having services for a week and already wanting to cancel. But since I am outside the 24 hour window there is no way to cancel services without getting charged the ETF. I told this manager the same thing I told the tech that I'm paying for these services. DTV is not fullfiling their end of the deal. Was told the exact same thing I was told by the tech about the app and web browsing are perks. Their primary focus and responsibility is your satellite dish and service of that satellite dish.
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